A Lynchburg, Va., Texas Roadhouse customer left feeling “lied to and disrespected” after the chain’s workers shared conflicting information about issues with the payment system. He couldn’t believe what a manager told him to do when he realized a few friends couldn’t pay.
In a video with over 428,000 views, TikToker Connor (@connorbeanbf) sits in his car after meeting up with his friends who go to Liberty University.
His group decided to meet up at Texas Roadhouse because the restaurant typically accepts the university’s Flames Cash as a form of payment. Then, he says, they saw a sign on the door that notes that the Flames Cash system is down.
What Is Flames Cash?
The university uses “Flames Cash” as a way for students to pay for meals at restaurants, vending machines, and food courts around the campus. According to Liberty University‘s website, restaurants like Applebee’s, Buffalo Wild Wings, Domino’s, Texas Roadhouse, and Golden Corral partner with the program.
Many parents of Liberty University students opt to give their children food allowances in this secured, trackable payment method to ensure that the money is used on and around campus.
The online platform also allows parents to make “guest deposits” without needing to write their child a check.
Was Flames Cash Actually Down?
The TikToker says they walked over to Buffalo Wild Wings, and the host told them that Flames Cash was up and running for them, meaning that it should be working at Texas Roadhouse again “since they’re on the same network.”
Connor says he decided to call Texas Roadhouse from Buffalo Wild Wings to confirm if the system was back up. The host, per Connor, asked a manager and assured him that the system was working. The group decided to head back to their original spot.
“Awesome, back on track!” Connor exclaims. “Before we get seated, I asked one more time.”
The host confirmed again that the Flames Cash system works, according to Connor.
The table ordered their food and finished their meal. But when the check came, the server told them that Flames Cash wasn’t working. And it wasn’t available all week.
“What do you mean it’s down?” Connor questions. “At that point, I’m feeling like we’ve all been lied to.”
He says he explained that he called in before his group came back to the restaurant and confirmed with the host. He says he asked to speak with the general manager to figure out where the miscommunication occurred.
What Did The Texas Roadhouse Manager Tell Him?
The general manager, he says, came to the table, and Connor explained the situation. Instead of offering an apology for the incorrect information, he says the manager suggested the group come back the next day with a different form of payment.
“That still doesn’t work. Because they’ll still need to use Flames Cash,” he says, saying that his friends don’t have an alternate way to pay for the meal.
Then, he says that the manager suggested that the friends cover each other with other payment methods.
“He didn’t want to give us some sort of discount, so we could try to help them pay. Didn’t want to try any other option,” he continues. “I feel lied to and disrespected.”
The manager offered each of them a free appetizer coupon at the end of the conversation.
In the comments of the viral TikTok, viewers couldn’t believe the lack of accountability for the incorrect information shared with the group.
“With the amount of times you asked about their system being up and them confirming it was up… your entire bill should have been comp’d,” one wrote.
Another added, “As a former Texas roadhouse server and a current store general manager of a restaurant this is absolutely appalling. The lack of accountability, especially from the manager is ridiculous.”
Did Texas Roadhouse Reach Out?
In a follow-up video, Connor shares that he reached out to Texas Roadhouse’s corporate number to submit a complaint. He received a call from the location’s general manager shortly after speaking with a customer service representative about what happened.
Connor says the manager apologized several times and told him he “didn’t know [he] was upset.”
He says the manager offered a free meal to the group comped, or anyone who had to pay with another form of payment could be refunded.
“I took him up on [the latter] offer,” he says. “I didn’t want to have to go back into the Texas Roadhouse.”
Connor says he’s happy that the manager “took responsibility” at the end but is frustrated that he had to escalate the situation.
@connorbeanbf Sorry I get very yappy and stuttery when I get upset. But this is just very upsetting and overall very frustrating and disappointing that a well known establishment would treat this situation like this. @Texas Roadhouse Middle East @Texas Roadhouse do better… #texasroadhouse
BroBible reached out to Connor via email and TikTok direct message and to Texas Roadhouse via email for further comment. We will update the story when they reply.